CX Dashboard
Stats
Insights
Sentiment
Distribution of caller sentiment across handled calls.
Conversation Flow Funnel
Caller retention through each stage of your preconfigured conversation flow
Note
The sharpest drop occurs in the User Info Collection section. Prioritise prompt tweaks or agent coaching here to improve follow through.
Frustrated Customers at Risk
Highest frustration scores with summaries for QA follow‑up.
Escalations
Week-over-week escalations and drivers.
Top Topics
Most common intents for the week.
Top Questions
Frequently asked customer questions.
Shortest Calls
Quick disconnects and misdials to investigate routing.
Confused Callers
Top five calls with high confusion signals.
Agent Repetition
Repeated phrases within a single call that can make the interaction feel robotic.
Notifications
Edge Cases
Edge cases detected in conversations with suggested playbook updates.
Security Alerts
Potential security or fraud indicators surfaced from transcripts.
Missed Upsell Opportunities
Detected cues that suggested a relevant next-best-offer but were not pursued.
Compliance Misses
Policy or script adherence gaps detected for follow‑up.
Add Custom Metric
Define a question to evaluate per call and how to visualize it.